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SIMPLE brand #95 - Brittany Hodak: Creating Superfans: How to Turn Your Customers Into Lifelong Advocates



In this week’s episode of the SIMPLE brand podcast, I talk with Brittany Hodak, author of Creating Superfans: How to Turn Your Customers Into Lifelong Advocates!


Brittany’s an international keynote speaker, award-winning customer experience leader, and best-selling author. Brittany was on the SIMPLE brand podcast back in episode 67. 


This time she’s back to discuss her new book - Creating Superfans.


You may think you want your goal for your brand to be where you deliver an experience that creates loyal customers who keep coming back again and again. But your real goal should be to take that even further. You want to deliver experiences that convert your customers into devoted superfans — repeat customers who evangelize and advocate for your brand to others without you even having to ask. 


Brittany and I discuss her Creating Superfans lessons on how to do just that.


Some of the topics we discuss include:

  • The definition of a superfan and why you should care
  • How apathy in your customers is a major concern
  • Brittany’s SUPER Model that helps you craft experiences that create superfans
  • How every employee on your team is really in the Experience department
  • Why your competition is more than just your direct competition
  • The right ways to exceed customers’ expectations
  • If you want your customers to have a superfan experience, you need to deliver that superfan experience to your employees







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